Speaker 1
yes I have a link sys router I bought not too long ago
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you for calling Linksys. This is Mei. How can I help you? [silence]
00:00
Speaker 1
And it's red. It was working fine at the last location I was living in. I just moved to a new location and started back my internet with spectrum and I have internet on the modem. It's connected to a net gear modem. But the router is red. And for some reason, I'm trying to log into my Linksys app. Like there's an app that I use to set up the router. There's an app and I forgot my password. One, I tried to reset my password, but it says it doesn't connect to the cloud.
01:00
Speaker 2
got it. Since you are you move into a different location or since our links is device is plug into a different modem now it could be the same thing but since it's a new. Okay.
01:00
Speaker 1
Wait, wait, wait. Hey, hey, hey, hey, hey, hey. I'm talking about, wait. So... So, it was connected to the same modem that it was before. Actually, you know, it was connected to the same modem. I actually moved from California to Texas before this. Before this house, I'm living in now, and I brought this stuff over and it worked just fine. Um, the I, I came to Spectrum in California. I moved to Texas. I got Spectrum again. I hooked it all up and it worked fine. And I was living in Texas and I just moved to another house and I hooked it up and uh, I have internet, but the router's not working. The router's not working. And if you get to my links, this app, but it's
02:00
Speaker 2
Since there's no cloud service. [silence] Exactly my point. [silence]
02:00
Speaker 1
It's asking me to enter an email. I have to reset my password, but when I try to reset my password, it doesn't allow me to. Um, it says-- It doesn't connect to the cloud. OK. No. You're saying I need to-- I need to reset the router? OK, so how do I reconfigure it if I don't have a computer to uh all the computer?
03:00
Speaker 2
Welcome to the introduction. All our Linksys routers no longer have a cloud connection. The reason why your Linksys account will no longer work. Even if you try to reset the password, it will not go through since there's no cloud anymore on our routers, it will still work the same way, but when it comes to remote access, that feature is no longer available. Can I have first the serial number of your router for me to validate the warranty? Reset and reconfigure after. [silence] So when did you purchase your router? I'm not sure. [silence]
03:00
Speaker 1
Computers they sell now are wifi. They don't have a physical ethernet cable. Am I going to need a computer with an ethernet cable to configure it? Is there another way to connect to it? if I needed to do advanced trouble shooting without a an ethernet cable because my laptops don't have an ethernet cable. [silence]
04:00
Speaker 2
You [silence] that's only for advanced troubleshooting just in case after doing it, your Linksys is still offline, then that's the time that you need to have a wired connection. [silence] But when it comes to resetting and setting it up, you can do it wirelessly by connecting to its default Wi-Fi indicated on the sticker underneath your router. There's no other way, because of the the reason why it needs to be connected wired is it's because of the Mac clone process. Like connecting a computer wired to the modem and copying the Mac address of that specific computer.
04:00
Speaker 1
I didn't get a single word you said. So, no, you you so you need an ethernet cable computer with eth cable, which they don't really sell anymore. I don't think. So, Oh, I could get an adapter for my laptop. It doesn't have an internet cable and make it an ethernet cable.
05:00
Speaker 2
so that when your Linus is reconnected back to your modem, we will gonna copy the Mac address to our links device from the laptop so that your modem will still think that it's still the laptop connected to it the reason why your links is will go online but actually that's the last troubleshooting. If ever your links this router is still offline that will surely make your router online after enabling it. Mm-hmmmm. Yeah, all the laptops have that and a adapter will do. But before that, can you have the serial number of your links this? questions.
05:00
Speaker 1
what kind of adapter is that? USB Ethernet? [silence] in that enum. Hold on. So is that a USB or what? A USB to Ethernet? Okay. Hold on. I'm gonna light I could see the MAC address and all that so I can't see it. I'm getting a light. Okay. So I have to go buy one of those for my laptop because I don't know how far we're going to get here today.
06:00
Speaker 2
RJ 45 RJ 45 Ethernet cords. It doesn't like. it should be USB, the other end should be RJ 45 port. USB will be connected to your laptop and the RJ 45 port is for the Ethernet cable that runs from the link that's from the linksys device. [silence]
06:00
Speaker 1
What do you need now? You need Yeah Yeah Serial number 3, 3 C as in cat, 10 M as in Man, 2 2 B as in boy, 0,4134.
07:00
Speaker 2
It will be useful in the future. It industrial number. Okay. that's 33 Charlie 1 0 Mary 22 boy 0 4 1 34. Okay it's MR 7 350 indeed. This is a a mesh router which is entitled for one year warranty technical support. If you bought it within a year, I can go ahead and help you to recover your
07:00
Speaker 1
So you guys don't help out anymore if something like this happens with all this. They used to always help us in Links. This is... How old is this how old is this how old is this router?
08:00
Speaker 2
but if you bought it more than a year I can just send email for self help. That email contains instructions troubleshooting instructions which you can follow on your own. Uh, before, we do offer free technical support even if the device is out of warranty. just this year, we started to, um, it's even posted on our website for out of warranty routers, we cannot support via phone or chat, only email. so that, um, but it's gonna be like self-help. Mm-hmm according to the serial number you provided, it shows here the manufacture date was year [REDACTED_PAYMENT_DIGITS] and expiration [silence]
08:00
Speaker 1
I don't I think I have any of that. So I don't understand why it wouldn't be working if you're just working at the other location. But I can't get into my So how do I reset my Ly حز password for the app? I have an app. You know and this is how I set it all up with a [silence] so so I it app obsolete now. Like I shouldn't even can I still use the app or no.
09:00
Speaker 2
[silence] 2022 [silence] This one can be waived as long as you can provide any proof of purchase that shows it it was purchased within one year. [silence] You need to log in locally. Don't log in using account because there's there's no cloud feature anymore on the router. You cannot log in using your email and password. You can only log in using router password, local access. There's an option in the app to log in using router password.
09:00
Speaker 1
like is the app gone? okay but when I started this, you know, when I bought this router it forced me to do it on my phone with an app it forced me to do it this way. so like there was no way to plug in because there was no way to plug in to the router and do it the way you're saying now. it was forcing me to do it. I had to I didn't want to do it this way. but it said you must download an app. you must download an app for this router. in uh in in use the app as a whole setup process. and so that's what I did but um it's not giving me
10:00
Speaker 2
you can still use it for local purposes, for local access. But for remote access, it will not work. App will still work as long as you're logged into it using router password, not using the Linksys account, like the email and password. Yeah, it's possible. It it is, it will work.
10:00
Speaker 1
I can't because my app is on. My app's on my phone, not on my laptop because it wanted me to do it this way. And now if I go buy that RJ 45 connection to my laptop and plug it into the router. I'm going to have to reset the whole router and redo it another way and not use the app and or or reset, I'm going to have to reset the whole router, reset the whole app and download another up and get rid of this and set it all up again? Cause I can't
11:00
Speaker 2
There... are three ways for you to set your up your router actually using the app or either using the five Press method or using the Web user interface. So it's not solely about the app to set it up there's different way. And since just this year the app access for account is no longer working.
11:00
Speaker 1
What's the. What's the five, what's the five press method? What's, what do you say the five. What is that? Wait, it's already set up, all I got to do is. Press the reset button. Five times.
12:00
Speaker 2
It's best for you to set up the router using either the fib press method or the web user interface method. I can send it to you over email that... Uh-huh. If your router is on setup mode already, you just need to press the reset button at the back five times within five seconds. That's the easiest way to set up the router. If it's already on setup mode, if you're done resetting the router and the router's LED is purple or pink, which means it's on setup mode, that's the time you can do the five press reset method, which is actually the easiest way to set up the router. By pressing the reset button at the back of your router five times within five seconds.
12:00
Speaker 1
okay, so you you email me this stuff you said I'm pretty sure it's J I M E N V D S at yahoo.com [silence] there was no V there was no V there was no V it's J I M as in man E as in Edgar N Z as in zebra D as in
13:00
Speaker 2
Yes, sure. What's your active email address? Um, just to make sure I'm not sure if I got it here. Right. It's j for Jack, i for India, m for Mike, echo Nancy, Victor David fox at yahoo.com. Is that right? Mm-hmm.
13:00
Speaker 1
and Daniel, f as in Frank, @yahoo.com. I press reset. I press reset. Daniel, here. Correct. And so, from here on in, if I go buy a new router from linksys, you only get one year of help with it. So, that's not bad.
14:00
Speaker 2
Okay. Instead of V for victory, it should be Z for Zulu. Mhm. What's your first and last name? Okay. And who's your Internet provider? Uh, Spectrum, right? Okay. All right. I'll just send you the email then and you'll just wait for five minutes. Mac wants this call. ended, I will receive the instructions via email. All right? No, it's just that the router you have is only eligible for one year. Our other routers has 50 years. 50 years warranty.
14:00
Speaker 1
I'm not looking for a warranty. I mean help with it, it's like this happens like uh I don't know what it's called, if I need help setting it up cuz something like this happens. Um what is this called? What's it called? What's the technical name for it when you're helping someone like this? Tech support. So you don't have so you only get technical support for either one year or three years from here on out with anything you purchase us to offer. Man I bought the link just this was the most expensive link uh router basically at Best Buy and I bought it because it's links. I bought it because it was the main brand, you know, you guys help out. Now I'm going to dump this thing and go buy another one maybe Netgear another brand because it's good.
15:00
Speaker 2
Mhm. Yeah, tax boards, board, technical support. Uh go ahead. Currently, yes. For our current devices, yes. But in the near. Mhm. Yeah. Um.
15:00
Speaker 1
Support for stupid stuff like this. You know that doesn't make sense. Now, I got to go buy another router. You know, because I'm not going to sit here and do it. up easily. But I'm pretty sure it doesn't make sense. I'm going to have to redo everything. I'm sure there's a simple way. And how much And how much is it if I want tech support for this linksys router right now? How much is it a year or what is what is what do I have to buy or pay for? [silence]
16:00
Speaker 2
Actually, linksys has been generous for how many years, and if you'll choose in that year, I think they also have expiration for this routers technical support, which you need to avail for extended warranty, as far as I know, but it's actually up to you, Daniel, if you will gonna switch to a different brand for the linksys. That's really our policy. We can only give one year and three years warranty. Well, it's just one time actually, if you insist.
16:00
Speaker 1
And say you call every time for our $15 an hour. Okay. Well, email me the paperwork or whatever. Yeah, email me the paperwork or whatever. I guess, and if I need I'll call you guys or buy another router. I don't know. I need internet though. So, okay. Just email me and I'll reread it and see what I can do. Okay. Thank you. [silence]
17:00
Speaker 2
Having, uh, I mean, for technical assistance, It will cost you $15, one-time charge for one time troubleshooting. That will only last for an hour. If ever. Lin, Thanks, uh, all right. Okay. Daniel. You're welcome. Bye-bye. [silence]
17:00